Managing difficult conversations

Having difficult conversations is an opportunity to build trust and respect. When we avoid difficult conversations the issue never has a chance to be resolved. We all have an inner voice that tells us when we need to have a difficult conversation with someone – a conversation that, if it took place, would improve life at the office for ourselves and for everyone else on our team. The consequence of not having that uncomfortable conversation is costly. Handling the difficult conversation requires skill and empathy, however it requires the courage to go ahead and do it. The more you get into the habit of facing these issues directly, the more skilful you will become at it.

SkillsPlus Managing Difficult Conversations, participants develop an understanding of where, when, why and how to conduct difficult conversations. The goal of this course is to empower professionals to be in control of a difficult conversation at all stages of the interaction, so that they can achieve the desired outcome. It is a necessary skill in the management of human resources, handling of difficult customers and team management.

What will you learn in this course?

• Enhance ability to guide a conversation in the right direction
• Use effective listening and questioning skills to gain agreement and commitment
• Find the root cause of the problem and know how to maintain control of the conversations
• Confidently provide structured, clear, concise, constructive and timely feedback
• Learn how to deal with emotions during crucial conversations and frame up difficult conversations to get the best results
• Improve communication skills to influence and control
• Understand how emotions impact our conversations and develop Emotional Intelligence to handle difficult people
• Understand and implement transactional analysis in communication process
• Develop a robust plan to provide the right outcome in each conversation

Who is this course for?

Managers, team members, owners and employees who need to conduct difficult conversations. Anyone who wants to develop skills to approach difficult conversations with confidence.

Delivery method

• Face to face or webinar
• Group discussions
• Individual and team activities
• Individual test
• Case studies
• Practical activities
• Role plays
• Small projects
• Video recording/play back
• Individual action plan